Personalisation. It’s a much talked about subject and one of the latest key concepts in retail marketing. So much so that the tendency is to think everyone knows what it means. But a recent survey conducted by leading global customer experience expert, Webhelp, revealed some surprising results that show this is definitely not the case. Continue reading Personalisation – Are the Under 35s Being Left Out?
NewVoiceMedia announced that Xtreme Lashes by Jo Mousselli®, the global leader in eyelash extensions, is using ContactWorld to enhance its contact centre operations and customer experience. Xtreme Lashes signed a three-year agreement for NewVoiceMedia’s ContactWorld solution to replace its phone system, which lacked Salesforce integration and was no longer supporting the company’s rapid growth. Continue reading Xtreme Lashes by Jo Mousselli® sets sights on NewVoiceMedia to enhance service and operations
PRESS RELEASE: Transport for London (TfL) has launched the next generation in customer service technology with its first ever ‘TravelBot’. The new social media tool, which is powered by artificial intelligence, can “chat” with customers using Messenger and instantly tell them when their bus is due to arrive, provide service updates and Tube maps. The TravelBot can also link direct to a customer service agent, making customer service queries easier than ever. Continue reading TfL launches new social media ‘TravelBot’
PRESS RELEASE: GENBAND™, a leading provider of real time communications solutions announced a partnership with Five9, a leading provider of cloud software for the enterprise contact center market, to offer GENBAND’s award-winning Kandy Unified Communications (UC), WebRTC (Web Real Time Communications) and Wrapper (pre-developed applications) solutions to its contact center customers. Continue reading Five9 Partners with GENBAND to Deliver Advanced Real Time Communications Solutions to Contact Center Customers
PRESS RELEASE: Connect Managed Services (Connect), the global unified communications (UC) and contact centre technology integrator, has posted rapid growth in revenue and profits. The business, backed by private equity firm LDC, provides round-the-clock contact centre technology and consultancy services. Continue reading Connect Managed Services posts record results
PRESS RELEASE: Sonus, a global leader in securing cloud and real-time communications, and GENBAND™, a leading provider of carrier and enterprise network transformation and real-time communications solutions announced a definitive agreement under which the two companies will combine to create a leader in next-generation communications networking, with increased scale and market reach across products, customers and geographies. Continue reading Sonus and GENBAND to Combine to Create a Global Leader in Real-Time Communications Software Solutions
Self-serve has become popular with customers and offers huge advantages, but it doesn’t hold all the answers, says Simon Hunt, Director of Products and Solutions for Capita Customer Management. Continue reading DIY is good, but not for every customer